While over three quarters (78%) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer (VoC). That’s according to new research conducted for Eptica, which found that less than a quarter (24%) of brands feel that existing measurements such as NPS, CSAT and CES give them the deep insight they need to transform their business, and the experience they provide to customers. Continue reading Brands failing to listen effectively to Voice of the Customer, Eptica research finds →

Medallia, the global leader in customer experience management announced the findings of its latest study titled “Customer Engagement Now: Real Time is the Right Time.” Today’s consumers have become accustomed to instantaneous services and subscriptions, and they want to give brands real-time feedback across multiple digital channels to improve their overall brand experience. Continue reading A Medallia Study Reveals Consumers Want to Give Real-Time Feedback to Brands →

For many a business, encouraging customers to embrace newer, online-based communication channels is a key aim in plans to cut costs and increase business efficiency. In many cases, the discussion around how to implement effective channel shift centres on how to bring in the technologies and processes that make these new channels a reality. However, a more effective approach is to focus on the people that channel shift affects – the customers and employees of the business. This is according to Aspect Software. Continue reading Effective channel shift is less about the technology and more about the people it affects, says Aspect Software →

While bots are often cited as a reason for poor customer service, new research from Genesys® finds many U.K. consumers do not rank them high on their list of frustrations. In fact, when asked about the most irritating issue in customer service, only 8.6% of consumers cited speaking with a bot, debunking numerous trending perspectives on the topic. Continue reading Survey Says: Consumers Aren’t as Opposed to Bots as You Might Think →

NICE inContact, a NICE business, announced findings from the breakthrough global research study that measures real-world consumer experiences including most recent service interaction, satisfaction, loyalty and advocacy – including Net Promoter Score® (NPS®) – across communication channels. Continue reading NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of AI Chatbots (Yet) →